About Company
Mascom Wireless Botswana is a leading telecommunications company in Botswana, connecting millions of people across the nation. Since our inception, we have been at the forefront of innovation, providing reliable mobile network services, cutting-edge data solutions, and a range of digital products that empower individuals and businesses. Our commitment extends beyond connectivity; we strive to foster a safe and secure digital environment for all our users. We believe in nurturing talent and providing opportunities for growth, contributing significantly to Botswana’s economic development and digital transformation. Join Mascom, and be part of a team that’s building the future of communication.
Job Description
The Trust and Safety Associate plays a critical, entry-level role in upholding the integrity, security, and positive user experience across our digital platforms and services. This position is ideal for individuals who are passionate about fostering a safe online environment, possess a keen eye for detail, and are deeply committed to ethical decision-making. No prior professional experience in Trust and Safety is required; we are specifically seeking candidates with a strong sense of responsibility, excellent judgment, and a proactive, learning-oriented attitude. As a Trust and Safety Associate, you will be on the front lines, reviewing user-generated content, investigating reports of policy violations, and ensuring our community guidelines and terms of service are consistently and fairly applied. You will contribute directly to maintaining a trusted ecosystem for our vast user base, identifying potential risks, and collaborating with cross-functional teams to enhance our safety protocols and user protection mechanisms. This role offers an unparalleled opportunity to learn the intricate dynamics of digital safety, grow within a dynamic telecommunications environment, and make a tangible, positive impact on millions of users in Botswana. We provide comprehensive training, continuous mentorship, and a supportive team structure to help you succeed, regardless of your professional background. If you’re ready to embark on a career where your sharp mind, ethical compass, and dedication to user well-being can truly shine, and you are eager to learn and develop new skills in a fast-paced industry, we strongly encourage you to apply.
Key Responsibilities
- Review and moderate user-generated content (e.g., text, images, videos) to ensure compliance with company policies and community guidelines.
- Investigate reported violations of terms of service, conducting thorough analysis and making fair, consistent decisions.
- Respond to user inquiries and appeals related to content moderation and account status in a professional and empathetic manner.
- Identify emerging trends in policy abuse and provide insights to improve safety tools and policies.
- Collaborate with legal, product, and engineering teams to escalate complex issues and contribute to policy refinements.
- Maintain accurate records of moderation actions and generate reports on safety metrics.
- Participate in ongoing training to stay updated on policy changes, platform features, and industry best practices in trust and safety.
- Contribute to a positive and supportive team environment, sharing knowledge and best practices.
Required Skills
- Excellent written and verbal communication skills in English (Setswana is a strong advantage).
- Strong analytical and problem-solving abilities with a keen eye for detail.
- Demonstrated strong ethical judgment and integrity.
- Ability to work effectively both independently and as part of a team.
- Proficiency in using standard office software (e.g., Microsoft Office Suite).
- Adaptability and willingness to learn new tools, policies, and procedures quickly.
- High level of empathy and understanding towards user issues.
Preferred Qualifications
- A diploma or degree in any field, though not strictly required.
- Familiarity with online content platforms, social media, or telecommunication services.
- Basic understanding of internet safety issues and online community management.
- Fluency in Setswana.
Perks & Benefits
- Competitive salary package and performance bonuses.
- Comprehensive health and wellness benefits.
- Generous paid time off and leave policies.
- Extensive training and professional development programs.
- Opportunities for career advancement within a leading telecommunications company.
- A vibrant and inclusive work culture.
- Employee discounts on Mascom products and services.
How to Apply
Interested candidates are encouraged to click on the application link below to submit their CV and a cover letter outlining their suitability for this role. Please ensure all required documents are attached.